[cisco-voip] UCCX 8x. - Agent Personal Queue Question - Dequeue to Overflow verses add secondary resource

[Anthony Holloway]

Hi Grace,

It's been a while, I hope things are well with you.  Here are my thoughts.

Option A is the only way to satisfy this requirement "when the primary
Agent is on Break or Logged out"

Option B would also route a caller to the secondary Agent when the primary
Agent was in Talking/Reserved.  However, with option B, the Agent wouldn't
have a choice, unless they were also a Supervisor and could manage their
skills.

On Wed, Mar 25, 2015 at 10:38 AM Max Harmony <bmaxim88 at gmail.com> wrote:

>
>
>> Team,
>
>
>
>> I am writing a script for Agent Queue on UCCX 8x, and I want a secondary
>> agent to be able to answer calls for this Queue when the primary Agent is
>> on Break or Logged out .
>
>
>
>> I am thinking two options:
>
>
>
>> A. Dequeue to Overflow Queue
>
>
>
>> B. Adding a secondary agent assign skill  level 10 to the Queue
>> instead.........but the issue here is that this secondary agent belongs to
>> another queue and would need to have a choice whether to answer calls from
>> the other Queue.
>
>
>
>> What do you think is the best option?
>>
>
>
>
> --
> --
> Grace Maximuangu
>
> CloudPOP/InvictaCloud
> www.cloudpop.com
>
>  *“Go beyond your limits, push yourself, be the best you can be.*
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